Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Meet The Board

Meet The Board – Michael Martin – The View Through the Client Lens

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Michael and his family

 

For those that don’t know, CIBC is a leading Canadian-based financial institution that provides a full suite of financial products and services in Canada and around the world. The bank was founded in 1867 and we serve 11 million clients with a team of 40,000+ employees.

I’ve had the opportunity to work in many areas of CIBC throughout my 30+ year career, but my roots are in Customer Service. I started working part-time as a Customer Service Representative (aka Teller) while going to University. It was an amazing experience, and it taught me the importance of building relationships with clients.

I was fortunate to have a manager who got to know me well, and talked about what I wanted to do after graduation. He suggested that I apply to the Branch Manager Trainee program, and he was quick to provide a wonderful reference. I’ll come back to that later.

I’ve worked in a number of areas including Strategic Network Planning, Wealth Management, Finance, Governance and Controls, and I’ve had the opportunity to lead a number of client facing channels including Contact Centres, Online and Mobile Banking, along with our ATM network. One thing I did learn throughout my career was to be open to taking on new opportunities. It helped me build breadth, deeper knowledge, and wide networks!

The way clients interact with CIBC has changed dramatically since I started my career. But our Vision at CIBC is to be a leader in client relationships. It’s not about the mortgage or the investment product, it’s really about helping our clients buy the house they always wanted, or achieve retirement early, or help send their kids to school. Taking a client lens to what we do every day is very gratifying.

Being part of the Execs In The Know Advisory Board has been a rewarding experience. It’s a great forum to share and learn from others that all want to improve the client experience. With the pace of change it’s important to keep current on changing client behaviors, technologies and people practices. Each of us bring different perspectives, experiences, and approaches to the table and that’s the power of diversity! Continue reading

Meet The Board – Lisa Oswald – Delivering Value

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Lisa at a recent open studio weekend in Yonkers, NY

 

Second in our “Meet The Board” series is Lisa Oswald. We hope you’ll enjoy getting the chance to know our EITK Advisory Board members a bit better over the coming months! 

Get to Know: Lisa Oswald, Senior Vice President, Customer Service at Travelzoo Inc. 

My role leading customer strategy is all about growing our company by making it easier for customers to do business with us. My commitment to deliver service for a competitive advantage — a business imperative, really – drives everything we do. That’s because consumers demand more from companies today. And making smart decisions about what our customers want and need, and how to effectively deliver that drives revenue and loyalty.

My company is Travelzoo, a global media commerce company. You probably know us as the publisher of the Travelzoo Top 20®, the definitive list of the week’s best travel, entertainment and local deals. As Senior Vice President of Customer Service, I lead global customer strategy for our 28 million members across North America, Europe and Asia Pacific, driving culture change and influencing the way my colleagues think and act in support of our members. That includes helping set the organization’s product roadmap for delivering member experience outcomes. My most important role, however, is the one I take most seriously…upholding our members’ trust in our brand. After all, there’s a reason why we’re called the Deal Experts! Continue reading

Meet The Board – Ginna Sauerwein – The Power of Perspective

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Ginna and her family.

 

The following is the first in our “Meet The Board” series. We hope you’ll enjoy getting the chance to know our EITK Advisory Board members a bit better over the coming months! 

Get to Know: Ginna Sauerwein, Managing Director, FedEx Services

My name is Ginna Sauerwein. My first name is pronounced like a bottle of “Gin” and then add “na”. My last name is pronounced like “Sour Wine”. I wanted to get that out of the way first because it is a constant opportunity! Thirty-two years ago, after working for good companies like J. C. Penney, Miller Brewery, and Delta Airlines, I was lucky enough to be hired by a young company named Federal Express – now grown up and called FedEx. I’ve worked in numerous capacities for FedEx over the years, and since 1993, I’ve served as a Managing Director in Customer Services. Based in Dallas, Texas, I oversee customer contact employees who provide multilingual customer information services for FedEx Express, FedEx Ground, FedEx Freight, and FedEx Office. As a key member of the FedEx leadership team, I manage employees in customer contact centers and reps working remotely from home. I’m responsible for defining Premier Programs and implementing new customer contact channels including social media, chat, video-chat, and technical services support for fedex.com.

I believe customer experience is defined by every interaction. I think each interaction must end with a thoroughly delighted customer to ensure they will conduct business with FedEx again and again. My goal is to make it as easy as possible for the customer to interact with FedEx and to provide solutions that exceed their expectations.

My role on the Advisory Board is important to me and is best described by a two-part short story that began in 2000 and spanned two countries.

Part 1:  While living and working in Guadalajara, Mexico, I accompanied the FedEx couriers to an area of town that had lean-to houses made of cardboard and pallets, no running water or plumbing, and dirty, dusty roads. We were there to deliver toys and food we had collected for a Christmas Charity. My husband and four children went with us and we all passed out presents to the very thankful crowd. Later that year, my direct survey scores were 10 points higher than any Managing Director had ever received in Mexico. My curious boss asked how? What did I do?  Continue reading